Assistance Requested: Formal Debt Recall for Residential Account - Case # [Edited]

Thank you for the reply. The reason I am reaching out here specifically is that the phone support POC G-Bracket Case Manager initially stated a Debt Recall was not an option, which contradicts standard SIEBEL administrative capabilities for legacy accounts.

While I am waiting for the 24-hour callback from the G-Bracket Manager, I would like to initiate a secure Direct Message here so a Digital Specialist can independently verify if the 'Recall of Debt' command can be executed on the backend. My goal is to pay Xfinity in full today, but I cannot do so until the mandate is revoked from SWC. Could you please enable the DM feature so I can provide my account details for a technical review?

I do understand where you are coming from, and I want to ensure you have all the correct details @User_PA_Account_Review_2026! We are limited on our back end investigation here in the Digital Care team, and you are in the correct hands with our Corporate account management team. They are the team that we would reach out to on our end. Since there is an open ticket, and a request to speak with management, we would recommend reaching out the POC on your ticket and awaiting that phone call. 

I appreciate the clarification, but I have seen several instances in this very community where the Digital Care Team successfully facilitated a Debt Recall in coordination with the Corporate teams to resolve reporting errors.

My concern is that the 'phone call' route has already led to conflicting information, and I am seeking a written record of the recall request to ensure it isn't simply marked as 'Paid'—which does not remove the collection from my credit profile.

Before I close this thread, I am requesting that you at least open a Direct Message channel so I can provide my details for a secondary review of the SIEBEL status. I would like to pay Xfinity directly today to put this matter to rest.

You're welcome, I appreciate your patience with us @User_PA_Account_Review_2026. We can certainly provide any updates you need on your open ticket and request updates from your POC. Can you send us a DM to get started? 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Thank you. I have just sent a Direct Message to 'Xfinity Support' with my full account details and service address as requested. I look forward to coordinating with the Digital Care team to resolve the SIEBEL status and the outstanding $195.86 balance today. I will await your response in the secure chat.

@user_i9ieyw​ Thank you for the comment. Unfortunately, the issue remains completely unresolved. Despite my proactive attempts to satisfy the balance in full directly with Xfinity, they refused to facilitate a standard 'Debt Recall' from the third-party agency (SWC/Sequium).

Since a direct resolution isn't currently an option through Xfinity, I have escalated this to the Pennsylvania Attorney General and am currently finalizing a formal report with the Federal Trade Commission (FTC) regarding these business practices. I will post updates here as my cases with the AG and FTC progress. If anyone else is hitting this same 'Debt Recall' refusal, I’d be interested to hear if you’ve found a workaround, as this appears to be a systemic issue with their billing policy.

@User_PA_Account_Review_2026